So when we’ve asked the 4 ‘Golden Questions’ of customer service, we need the simple and effective answers!  Here they are:

1. What level of customer service will grow our business?

    * ‘Outstanding’, driven by a ‘Customer Focused Mission‘

2. What stops great customer service from being common practice on a daily basis?

    * The Customer Focused Mission not having been thought through, throughout the whole organisation.

    * Having a ‘finance dominant mission’.

    * The Customer Focused Mission not being clear.

    * Lack of staff involvement / engagement with the Customer Focused Mission.

    * Strategy, procedure, systems and behaviour not aligned with the Customer Focused Mission.

    * 500 year old accounting policies.

    * Upside down company organisational charts.

    * Lack of attention to ‘moments of truth’.

    * Almost everything … if it’s not aligned to the Customer Focused Mission.

    * And last, but not least, no effective measurement of service!

3. What can we actually DO about this?

    * Discover and communicate our customer focused mission obsessively.

    * Discover the customers’ REAL needs.

    * Align all strategy, systems, procedure and behaviour around the above … be consistent, and go the extra inch!

    * Measure consistently and obsessively. Align rewards and progression to the measure.

    * Reassess, realign and readjust consistently and obsessively.

4. If we do all this, how do we measure it effectively, & get the information we need in order to continue improving?

    * With the ‘great or poor’ measure

    * Based on the Customer Focused Mission.

This is simple to write, simple to understand while you’re reading a website, but so very hard to make actually happen, as we are always stopped in our tracks by our:

    * Habits

    * Boss

    * Stakeholders

    * Colleagues

    * Mission

    * Accountant

    * Ego

    * Need to make budget this month

    * Desire to make that sale

    * Need to cut costs

    * Busyness

    * And so on, and so on

That’s why you need help. Let us coach, develop and assist you. Buy the manual. You’ll be astounded at the possibilities open to you, and the latent profit you’re just not tapping.